Responsibilities
- Manage, guide, and support a team of Real Time Analysts, fostering development and growth.
- Offer continuous feedback through coaching sessions and performance assessments to help the team reach their objectives.
- Develop tailored growth strategies for each direct report, prioritising individual career advancement and skill development.
- Ensure that direct reports comply with all company policies and procedures.
- Drive continuous improvement initiatives by identifying gaps in processes or systems and recommending realistic, innovative solutions to enhance team performance and efficiency.
- Collaborate with the NOC, operations, and remote centres to identify and resolve downtime and telephony issues swiftly, minimising service disruption.
- Develop, update and test Business Continuity Plans (BCP) including proactive communication with multiple teams, and set up of war rooms to prepare, respond and recover from a disruption/crisis.
- Monitor real-time metrics and make adjustments to meet service level agreements and operational targets.
- Management of agent activity and adherence in real-time.
- Handle exceptions, including time-off requests, schedule swaps, and trades, to maintain operational efficiency.
- Ensure that real-time data in NICE IEX is updated promptly, communicating with remote centres to input call-out data to maintain accurate reporting.
- Generate and analyse reports to identify trends, forecasted issues, and opportunities for process improvement.
- Responsible for leading projects within the team, working with cross-functional teams to achieve successful outcomes.
- Compilation and distribution of key RTM reporting.
- Perform real-time operational duties where necessary.
- Promote a culture of accountability, teamwork, and continuous learning.
Requirements
- Recent hands-on involvement in day-to-day real-time execution.
- Minimum 5 years of leadership experience, including Real Time Management & people management in a call centre or similar environment.
- Strong understanding of call centre operations, metrics, and key performance indicators (KPIs).
- Experience using WFM tools such as NICE IEX, InContact, or similar platforms.
- Excellent MS Office application knowledge, in particular, Excel.
- Strong analytical, organizational, and communication skills.
- Demonstrated ability to manage multiple stakeholders and navigate complex situations.
- Ability to adapt to changing business needs and act proactively in high-pressure situations.
Nice to Have
- Experience of working in large multi-skilled, multi-lingual contact centre environments.
- A strong communicator who can clearly present findings, suggestions, and insights to senior leadership.
- An organised individual with the ability to handle multiple tasks efficiently while maintaining a focus on accuracy and timeliness.
- A proactive, solutions-driven mindset that promotes continuous improvement within the team.
- A flexible leader who is open to change and adapts to new information or shifts in business needs.
- A self-motivated and enthusiastic professional, capable of motivating a team toward common goals and maintaining high performance under pressure.
- Proactive, and able to work on their own initiative.
- A dedicated coach focused on team development, ensuring that each RTA reaches their full potential through personalised training, feedback, and growth opportunities.
Work Arrangement
Hybrid
Team
Structure: team of Real Time Analysts
Additional Information
- The Global RTM team operates 24/7, so flexibility in working hours is essential.
